ComplaintsforOrange Theory Fitness
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Complaint Details
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Initial Complaint
11/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I was a member of this gym for about 7 years. I decided I wanted to cancel due to the prices continually rising. In August, I filled out a cancellation form and provided notice. The Head Trainer, ***** approached me and asked me where I was going and why. I told her I was joining VASA fitness because it offers more and is 3 minutes from my home. She asked me if I had tried it yet and I stated no not yet. She asked me if I would consider just freezing my account in case I don't like it. I told her I was apprehensive because I would forget and then just get charged. Her response was, "oh no, we would never just charge you, we would call you and talk to you and if you decide at that time you want to cancel, all you lose is $15 if you decide not to return." The advantage was locking in the rate I currently had because if I cancel and start over the rate could be different, so I agreed and was told to go and sign a new form which I did. The freeze was to start September 18th and end November 18th. No one called me to check in on me and when I realized the date and that I did not want to return I sent a text earlier this week and got no response, so I called yesterday, the 17th and got voicemail. In response to my voicemail I got a text from ****** stating she needed to check with her manager. She did not follow up with me by phone or text, she sent me an email stating that I needed to fill out a cancellation form and would be billed for this month. I responded telling her the details that I stated here, no response. I called again today, the 18th and left another voicemail stating the details and that I needed a call back from a manager or from ***** who told me this exact situation would not happen and no one called me back. I received another text from ****** that stated "Way to go on pre-booking classes. See you soon" I responded that I am cancelling and I want someone to call me back, no response. My credit card was charged $149 today.Business response
12/02/2022
I hope you're having an excellent week. Below you will find our written response to ID 18437212 submitted on 11/18/2022.The studio management had conversations with this member on 8/23/2022 about a freeze option to be placed on the members account. The members account had been noted with details of the conversation on this date that include a recap of verbal acknowledgment that memberships require a 30 day written notice. This includes members returning from freeze. On 8/23/2022, the member completed and signed studio paperwork that placed their membership on freeze for 60 days. The freeze agreement includes literature that clearly states the ****************************************** the event the member wishes to cancel.In this particular situation, the studio was contacted by the member on 11/17/2022 with a request to cancel their membership. Per the agreement, our studio associate informed the member that the membership would be held to the 30 day cancellation policy and would be billed once more on 11/19/2022. The member was not satisfied with this response and had asked to speak with management. After further discussion, the decision to refund the member for the 11/19/2022 charge had been made. Today, the member remains inactive in our system with a refund for the last charge made to the account.You may find the members freeze form from 8/23/2022 attached to this email. Please let us know if any further information will be needed.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.